ALDO Canada

Driving Excellence in Retail Support

UAssist.ME worked as a trusted partner for ALDO Canada to improve processes and improve customer experience in their retail support.

Retail

January 1, 2025

Client Profile

Meet the Client

Recognition: Ranked #260 on Canada's Best Employers 2023 by Forbes
Industry: Leading global creator and operator of desirable footwear and accessory brands
Reach: 3,000 points of sale in over 100 countries
Revenue: $1.6 Billion
Partnership Duration: Six months
Employees: 10,000+

Challenges

The Challenges

High agent attrition rates impacting customer service consistency
Difficulty tracking agent behaviours for effective coaching
Limited visibility into agent performance and customer sentiment
Inefficient scheduling of personnel leading to missed service level targets

Results

Success, in numbers

89%

CSAT Score

100%

of KPIs reached in 2 months

Average Service Level

second ASA

575

second AHT

How we did it

Improved Agent Retention and Performance

Reduced monthly attrition by 15% and boosted attendance by 10% through data-driven profile modifications and targeted questioning.

Enhanced Agent Accountability

Implemented a team lead observation form, reducing Average Handling Time (AHT) and aligning with in- house team standards within four weeks.

Actionable Insights for Leadership

Provided "Insights as a Service" for detailed analysis of customer feedback, efficiency metrics, and coaching opportunities.

Increased Efficiency and Service Levels

Delivered "Workforce Management as a Service" to optimize resource allocation, scheduling, and forecasting, resulting in a 40% increase in both efficiency and service level targets.

Read the full report

More Success Stories

High lead-to-lease ratios are easy to maintain with UAssist.ME's expertise

Through a combination of streamlined systems, effective sales scripting and quality staffing, we've maintained high occupancy rates consistently for 5+ years of collaboration.

September 3, 2024

Property Management

Streamlined, Scalable Support for Modern Healthcare Teams

From patient engagement to billing and executive assistance, Uassist.ME delivered HIPAA-compliant, bilingual workflows that increased bookings by 68% and cut labor costs by up to 58%

July 7, 2023

Healthcare

Turn legal inquiries into qualified cases, without breaking the bank.

HKM partnered with Uassist.ME to embed a dedicated, remote intake team trained in legal protocols and client interaction standards.

September 3, 2025

Legal

Let's build your success story next.

Get advice from our team of experts.

Book a Consultation